The role involves managing service delivery, warranty claims, technical support, customer relations, and the after-sales team while ensuring continuous improvement of processes and service standards.

Responsibilities:

After-Sales Operations Management:

• Oversee daily after-sales service operations.
• Ensure timely and efficient handling of customer service requests.
• Monitor service quality and ensure compliance with company standards.
• Implement and improve after-sales processes and procedures.

Customer Satisfaction & Relationship Management:

• Ensure high levels of customer satisfaction and retention.
• Handle escalated custom.
• Receive complaints and provide appropriate resolutions.
• Develop strategies to enhance the overall customer experience.
• Monitor customer feedback and implement corrective actions.

Team Management:

• Lead, supervise, and motivate the after-sales team.
• Conduct performance evaluations and provide coaching where necessary.
• Organize training to improve technical and customer service skills.
• Ensure proper workforce planning and scheduling.

Technical Support Management:

• Oversee warranty claims processing and ensure compliance with supplier policies.
• Coordinate with suppliers and technical partners for complex cases.
• Ensure proper documentation and reporting.

Inventory & Spare Parts Management:

• Monitor spare parts availability and stock levels.
• Coordinate with procurement to avoid shortages or overstocking.
• Ensure proper stock control procedures are in place.

Profil:

• Diploma in Business Administration, Engineering, Management, or related field.
• Minimum 5 to 7 years of experience in after-sales/service management.
• Proven leadership and team management experience.
• Strong understanding of customer service principles and operational processes.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.
• Problem-solving and decision-making skills.
• Customer-focused mindset.
• Analytical and results-oriented.
• Ability to work under pressure.